AccountId: 011433970860
ContactId: 49c8f30a-4f2b-45bf-85f9-fa3e8cf4bd42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53599 ms
Total Talk Time (AGENT): 22617 ms
Total Talk Time (CUSTOMER): 12972 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/49c8f30a-4f2b-45bf-85f9-fa3e8cf4bd42_20250602T18:55_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm uh got some questions about a claim.
[AGENT][NEGATIVE] OK, the phone is breaking up there. I heard you have questions about the claim, but I missed who it was.
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and um, [PII].
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. [PII], can you repeat, um, I don't know if you gave the contact number.
[CUSTOMER][NEUTRAL] Um, sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it went out again. [PII] and then I heard [PII].